Enterprise Support Supervisor

Manages a team of 10 ESRs, providing day-to-day oversight and driving individual and team development. Possesses a deep understanding of all customer processes handled by the ESR team. Reviews current internal workflows to identify opportunities for automation and faster execution. Assists the ESR Senior Manager with report creation, management, and analysis. Collaborates with engineers to implement process changes, continuous improvements, and system hardcoding where appropriate. Supports board watch responsibilities and communicates roll requirements effectively. Manages the ESR PTO and Out-of-Office calendar to ensure proper account coverage. Provides ESR coverage when necessary to maintain service levels. Leads cross-training sessions to support flexible and efficient team coverage. Assists in new customer onboardings and ensures complete internal administrative setup. Contributes to the creation and maintenance of Standard Operating Procedures (SOPs). Monitors team Zoom activity to support accountability and productivity.